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Help & Support 2.0!
Mar 25, 2010 at 02:54 PM
in None
What is Get Satisfaction?
Get Satisfaction describes itself as "Community-powered support" and is in use by a growing number of popular websites. It acts as an information hub where you can post questions, submit ideas or report problems.
One of the main benefits of Get Satisfaction is often asked questions such as say, how to setup a domain name or reset a password, are public, and answers provided by us (or other users) can help those having trouble find a solution faster. In addition, the site is very social and allows us to gather more information about ideas users want to see implemented, or troubles they may be having.
Help Integration
To make this new help information more accessible there is a new help block you can add to your site from the Layout tab of your Site Admin. The help block allows users to do a search, such as "how do I reset my password", and it will search our Get Satisfaction page for matching questions and display them within the block. The help block could be very helpful for your new users, especially once our help gets filled up with more questions and answers.
In addition to the help block you can add to your guild site, we've integrated the help into the www.mmoguildsites.com website as well, so for example while setting up your domain name in the Site Admin you could quickly search for help on domains right from that page.
Share Your Opinion
Again, this is a bit of an experiment to see if this type of help and support would be useful. If you have a moment try it out and let us know what you think! =)
http://getsatisfaction.com/mmoguildsites
That don't work for me... :(
I type password or any other word, but can't find nothing...
http://critical.mmoguildsites.com/
As we launched this, Get Satisfaction just initiated a re-build of their search index; therefore items posted prior to today are not showing up in the search yet (but will soon, once it finishes)
If you just want to see how it works you can search for "domain" as I added a help topic that will match that today, which is indexed.
Great. :)
I was just kidding the last time I mentioned this but now you definately have to update the amount of blocks to 11 or 12 on each side, I don't have room for all the excellent features you keep giving us!
Its very nice, a shame you cant use the mmoguildsites account to login but its going to work out well non the less.
Nice addition!
Have you considered any other possibilities for integrating this more into the mmoguildsite pages? I'm thinking perhaps a center block with the most recent unanswered, questions, etc.
This way, on our own sites we could create a custom help page and have quick access without directing our members outside of the mmoguildsites network
Phaye,
Aye, one of the reasons we liked get satisfaction is it offers an api we can hook into to build advanced features similar to what you mentioned; so after seeing how this goes for a few weeks, if we continue using them we likely will create some nicer integration =)
Betinna, hehe yes we have a few too many blocks, and more coming soon; we'll likely need to increase the limit or come up with a better way to organize data so not so many are needed =)
I'm trying to view a guildsite that is under mmoguildsites... why can't I view it?
which guild site? =)
I went to submit a problem/query and this system was so convoluted and annoying I gave up.
You probably like that though, don't you. -.-
Hi Twikz,
We switched to this help system with the hope it would be easier on users. We receive many similar emails (such as questions on domain names, theming, etc), and this new help system makes that information public and searchable (even from your guild site, with the Help & Support side block), so a user can opt to see if an answer already exists rather then contacting us and awaiting a reply.
Of course, if you would prefer to contact us directly instead, we have our support email listed on the help site, which is staff@mmoguildsites.com, just fire off your question there and we'll get back to you as soon as we can =)
Curiously, may I ask what trouble you were having with the help system? It should be fairly straight forward, though they were doing maintenance tonite which perhaps may have caused you some trouble.